Ppt chccom504 b workplace communication module 4 v 22.3.13

Module 4:
Managing the youth Work
Environment
CHCCOM504B: Develop, Implement and Promote
Effective Workplace Communication
1 (c) Copyright CTA CHCCOM504B, MODULE 4 Version 1 Date: 22/3/2013

Communication
 Communication is the word we use to describe
the transmission of information and intent
between people
 What is the difference between communicating
information and communicating intention.
Discuss

Information and Intent
 Information – issues, details, facts, thoughts
 Intent – feelings, attitudes, ‘hidden requests’

Information Flows Between Us
• Intent is what stops information from being
received
• If we have an intent of putting someone down with
our information, the information may not be
received Invisible walls of protection will stop the
information
• If the person receiving the information has an
‘intent’ of self protection, they may not listen to
anything because they perceive information as a
‘threat’ even if it is not
• Intention of the giver and receiver is the invisible
part of communication. Intent is the most
important part of communication.

Communication Barriers
There are some barriers to communication
that are not intentional
• The language or accent that we speak with
i.e. Greek, English, Indigenous language etc.
• Discuss difficulties in communication that
can occur due to language differences

Other Communication Barriers…
 Speech impediments, mouth won’t work well
 Some people may have problems in speaking
the production of sounds and words may be
muffled due to the shape and function of their
mouth
 When people have a stroke this can effect
their speech for example

Other barriers Cont…
 Style of communication, auditory, visual or
acted out (We all have our styles)
 We learn in different ways and we
communicate in different ways
 Many indigenous people use subtle body
gestures to indicate what they mean, rather
than depending on words

Other Barriers Cont…
• Ability level – some people may take longer to
understand information than others
• Some people find complex ideas or words
very difficult to understand - their gifts may
not be in verbal areas
• Some people are intellectually disabled or
have hearing loss

Other Barriers Cont…
Experiences:
 If someone is good with computers and knows
all about them, they may describe things very
well, but if you have no knowledge of it then
you won’t understand
 Our experiences in life can separate us, we
simply don’t know what the other person is
talking about… we have no experience with it

Communication Barriers
 Some barriers to communication that are due to
‘intent’
 Culture is the way we have experienced the world
and there is emotion which is attached. This can
get in the way of communication
 Inferiority attitude
 Power and superiority attitude
 Past ‘baggage’ which stops us from experiencing
‘reality’ and stops us from communicating without
an ‘angle’

Our Angle
 In our communication with others we can
have an angle
 Our angle may be to show the other person
we are important
 Our angle may be to flatter the other person
so that they will like us
 Our angle has to do with hidden emotional
needs

Our Angle cont.
Think of some people in your life…
• What is your ‘angle’ in communicating with
them
• Is it good communication (satisfying)?
• What do you really want to communicate?
• How can you let your ‘angle’ go?

Aggressive people
• What’s their ‘baggage’, or ‘angle’ in
communication?
• How can we communicate effectively with an
angry or aggressive client? Discuss

Shy or Withdrawn People
 What’s their baggage, or angle in
communication?
 How can we communicate effectively with a
shy or withdrawn client? Discuss

Passive / Aggressive / Assertive
 Sometimes communication is described in this way
 When under threat in a communication situation,
often people react either passively (won’t stick up
for themselves) or aggressively (angry or forceful)
 To be calm and hold your ground is the most
effective way of communicating when under
threat… its called being assertive

Communication Styles
• Provide examples from your own life when
you have noticed these 3 forms of
communication when in a threatening
situation
Discuss in the group

Communication Styles
 Imagine the results when bringing up children:
 Passive parent…
 Aggressive parent…
 Assertive parent…
 What effects would these communication
styles have on children and teenagers?

Communication Models
 There are lots of ways of looking at
communication styles
 Another one which is good to show kids is
taken from animals
 Its not a bad way for adults either, as it is less
threatening to identify with an animal, yet we
can still learn from the examples!

Dominant Conflict Reaction Styles
• Avoiding
• Smoothing
• Compromising
• Forcing
• Problem solving

Conflict Reaction Style
 The ideal response is ‘problem-solving’ in this
model, although there is obviously a place for
each of the other styles
 It is assumed that understanding ourselves
will help us to modify our usual behaviour
 Find your predominant style and attempt
to move to another form of conflict
resolution for a week.
 See what happens…

Conflict
 Conflict is a natural part of life...
 Why do you think conflict occurs between people?

 Discuss positive and negative ways people deal with
conflict
 Dominant Conflict Reaction Styles have been
described. After thinking about this:
 How you have used each of these styles in your
communication with other people?
 Which of these styles do you feel you most often use?
Why do you think you use these particular styles?
 Think about why it may work for you. What reactions
are you trying to get from other people?

Communication Breakdown
Choose one disability and describe how the
communication may break down because of
this disability...
– Describe the client’s difficulty
– Describe the worker’s difficulty
– Describe the family’s difficulty dealing with the
person with this problem
– Describe the community’s response to the
person with this disability

Personality Differences in
Communication
 We all have different personalities
 Some people are shy, some are really
outgoing
 Some people are thinkers and logical,
some are feelers and care deeply about
people
 Some people love details and others
enjoy looking at the overall picture
 Some people love to do lots of things at
once and others like to finish one thing
at a time

Personality Types
 Understanding each other can really help us
in communicating effectively
 There have been different theorists who
have put together ideas of how people are
different in their personalities

Love Languages
 One of the nicest personality
theories is represented with the
idea that we all have different
ways that we give and receive love
 Love Languages by Gary Chapman
is a very positive way to view these
differences and to find ways to
help us communicate with people
who are different to us

The Five Languages of Love
 Physical touch – hugs, cuddles
etc.
 Saying nice things to people
 Giving gifts
 Spending special time with
someone
 Doing special things for people to
serve them or help them

What is your love language?
• Discuss

Effective Communicate with Clients
and Staff
Now we have looked at some of the dynamics of
communication… we need to consider the importance
of communication according to usual procedures in
the workplace

Communication in the Workplace
 Do we talk about work issues on a casual basis?
 Do we send an email, a text message, a formal memo
or skype message? Do we have group calendars? etc.
 If the ‘ways’ that have developed over time in the
workplace to communicate with colleagues are not
effective… bring this up in a staff meeting or with the
boss/senior and look to trouble shoot on ways of
overcoming difficulties

Communication in the Workplace
 More fights, misunderstandings and hurts occur
due to poor communication in the workplace
between colleagues than problems between staff
and clients…
 We NEED to work on creative communication
patterns in the workplace FIRST… if we do this
right our ways of communicating with clients will
be a piece of cake!

Communicating with Clients
 They say never let a phone ring more than 3 times if
you want to provide a sense to your clients that they
are important!
 Phone manner is obviously an important point as well
 Systems of getting back to phone clients is as
important as taking the first phone call
 Keeping our note taking and our systems clear in
communication with our clients… data bases,
message pads etc. are all part of the necessary
communication systems that can let us down!

Contribute to the Implementation of
Effective Communication Strategies
 Reviewing communication both with staff and with
clients should be at the top of the list of every staff
meeting…
 Implementing better strategies should also be our
follow through!
 Assist new staff members or those out of the loop
to know what the office processes are… be helpful

Use Specific Communication
Techniques to Maintain Constructive
Interaction
 Trust and listening to others is basic to
communication
 If things get out of control, bring in a
MEDIATOR!

Facilitate Discussions
 Encourage everyone to have their say… if some
people need time to digest issues then allow this to
ensure those who talk before they think don’t hog all
the airtime while those who think before they talk get
frustrated…
 Follow agenda points in discussions, so that all points
are actually covered and discussions don’t become
fruitless free for alls...missing important points

Identify Communication Strategies to
Build Relationships with Clients
 You may at times have people within an
organisation who are involuntary or present
communication challenges
 You may have mandated clients in a mediation…
who don’t want to be there
 Humour, down to earth attitudes and behaviour,
gentle friendliness can all help to put the person at
ease
 Treat people like they are neighbours… as if you
would have a relationship with them for the next
20 years… this will keep you on track in providing
quality communication

Contribute to the Development of
 In addition to basic communication skills - at a
Diploma level - Youth workers are expected to
manage other staff and the organisation and to
demonstrate advanced communication skills such as
the following:
 1.1 Develop, promote, implement and review
strategies for internal and external dissemination of
information, as required, to maximise individual and
organisation effectiveness
 1.2 In developing and implementing strategies,
address special communication needs to avoid
discrimination in the workplace

 1.3 Establish channels of communication and
review regularly to ensure staff are informed of
relevant information in a timely way
 1.4 Provide coaching in effective communication
to staff as required
 1.5 Use negotiation and conflict resolution
strategies where required to promote effective
operation of the organisation

 1.6 Negotiate issues with key stakeholders,
clients and staff to facilitate mutually
acceptable outcomes
 1.7 Maintain relevant work-related networks
and relationships to meet client needs and
organisation objectives
 1.8 Ensure all communication with clients and
colleagues is appropriate to individual needs
and the situation and promotes achievement
of organisation objectives

Represent the Organisation to a
Range of Groups
 2.1 Present relevant, appropriately researched
material in internal and external forums, in a manner
that promotes the organisation and is adjusted as
required to meet audience needs
 2.2 Ensure presentations are clear and sequential
and delivered within a predetermined time, and
utilise appropriate media to enhance the presentation
and address audience needs
 2.3 Respond to questions from the audience in a
manner consistent with organisation standards
 2.4 Respect and consider differences in views in a
way that values and encourages contributions of
others

Facilitate Group Discussions
 3.1 Define and implement mechanisms that enhance
effective group interactions
 3.2 Routinely use strategies that encourage all group
members to participate, including seeking and
acknowledging contributions from all members
 3.3 Routinely set and follow objectives and agendas for
meetings and discussions
 3.4 Provide relevant information to groups as
appropriate to facilitate outcomes
 3.5 Evaluate group communication strategies to
promote ongoing participation of all parties
 3.6 Identify and address the specific communication
needs of individuals

Facilitate Work Group Interaction
 4.1 When conducting meetings, clarify purpose, agree
procedures, negotiate roles and responsibilities,
adhere to agreed timeframes and maintain equality of
participation and input by group members
 4.2 Seek feedback on operation of group processes,
encourage suggestions for change and implement
appropriate action
 4.3 Provide feedback in a supportive manner
appropriate to individuals and the group

Use Specific Communication
Techniques to assist in Resolving
Conflict
 5.1 Use strategies to facilitate conflict resolution
 5.2 Use communication skills and processes to identify
and address barriers to communication and explore
issues and background to the conflict
 5.3 Use effective skills in listening, reframing, providing
feedback and negotiating to support exploration and
clarification of issues
 5.4 Seek agreement on processes to be followed to
resolve conflict within scope of own abilities, skills and
work role
 5.5 Make referral for conflict resolution and mediation
as appropriate

Produce Quality Written Materials
 6.1 Ensure writing is succinct and clear and
presented in a logical and sequential way to match
audience needs and the purpose of the document
 6.2 Ensure all written documentation produced
addresses organisation guidelines and current
accepted standards of writing in line with purpose
 6.3 Prepare and provide appropriate and timely
advice to management and clients as required
 6.4 Where individual skill levels do not match
workplace requirements, take appropriate remedial
action, including seeking assistance and additional
training

Conduct Interviews
 7.1 In conducting interviews and formal
discussions, make an effort to ensure that
appropriate structures, timeframes and protocols
are mutually agreed and adhered to
 7.2 Use effective questioning, speaking, listening
and non-verbal communication techniques
during discussions and interviews, to ensure the
required information is accessed or message
communicated

Conduct Interviews
 7.3 Give feedback and advice in a way which
reflects current identified good practice
 7.4 Conduct interviews and formal discussions
with due regard to individual differences,
needs and rights
 7.5 Use appropriate complaints management,
grievance and counselling procedures to deal
with serious problems

Youth Workers need to Demonstrate
a Knowledge of:
 Effective communication strategies and techniques
to address barriers and build and maintain
relationships
 Recognition of communication styles of individuals
 Basic group dynamics and facilitation of group
discussion
 Cross cultural communication protocols
 Non-verbal communication strategies
 Communication techniques to maintain
constructive interactions
 Barriers to communication

Essential Knowledge for Youth Workers
 Knowledge of different communication styles
and techniques
 Different interview techniques
 Effective interpersonal, written and
oral communication
 Negotiation techniques
 Group development processes
 Conflict resolution strategies and techniques
 Research techniques, including social research

Youth Workers need the Following
Essential Skills:
 Provide evidence that all communication with
clients and colleagues is appropriate to individual
needs and the situation and promotes
achievement of organisation objectives
 Use strategies to meet particular communication
needs/difficulties
 Address individual issues in a timely way and in a
manner which maintains the integrity of the
individual
 Know when to provide referrals to conflict
resolution and mediation

Essential Skills:
 Establish and maintain appropriate network of
clients
 Incorporate the requirements of specific groups in
all client service work
 Communicate professionally with other
professionals
 Work effectively with clients and service providers
 Assess cultural communication protocols

Essential Skills:
• Demonstrate application of skills in:
– self-reflection
– principles and practices of client service delivery
– effective workplace writing
– effective presentation techniques
– effective communication techniques effective interviewing
– effective group management processes
– conflict resolution and negotiation
• Use relevant information technology effectively in line
with workplace health and safety (WHS) guidelines

Other Complex Skills Include:
 Reflective and active listening, respectful responding,
empathy, feedback and rapport
 Addressing communication barriers through application
of a range of strategies
 Recognition of non-verbal triggers
 Clarification of boundaries of work role
 Apply oral communication skills required to fulfil job
roles as specified by the organisation/service
 Skills in asking questions, providing clear information,
listening to and understanding workplace instructions,
and clarifying workplace instructions when necessary
 Service/organisation may require competence in
English or community language, depending on client
group

Communicate Effectively Includes:
• Effective use of questioning, speaking, and
listening and non-verbal communication
techniques
• Identifying and evaluating what is occurring
within an interaction in a non-judgemental way
• Making decisions about appropriate words,
behaviour, posture
• Using clarifying, summarising questions
• Putting together a response that is culturally
appropriate
• Expressing an individual perspective

Communicate Effectively Means:
 Expressing own philosophy, ideology and
background and exploring the impact of this on the
communication
 Exploring and unpacking problems
 Using active and reflective listening appropriately
 Providing sufficient time to enable stories to be told
 Providing summarising and reflective responses in
conflict situations
 Confirming that required information is accessed or
message communicated

Definitions
Non-verbal communication includes:
 Gestures
 Posture
 Facial expression
Interviews may include:
 Discussion of staffing issues
 Routine information collection
 Maintaining confidentiality
 Evidential-based
 Non disclosure
 Disclosure

Definitions
Established procedures may refer to:
 Commonwealth and State legislation
 International conventions relating to the rights of
individuals
 Organisation policy and procedures
 Relevant program standards
 Duty of care and ethical practice
Presentation of information includes:
 Clarity
 Appropriate sequencing
 Delivery within an appropriate time
 Utilising media to enhance presentation, if appropriate
 Addressing audience needs

Definitions
Opportunities will include:
• Allowing sufficient time to hear individual stories
• Encouraging a full exploration of issues
• Encouraging validation of individual issues
Additional parties may include:
• Trusted friends
• Case workers
• Family members
• Nominated adults

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